Fowler & Company helps leaders build great organizations and better lives; for themselves and their teams. We do this by helping our clients in three primary areas of focus; Strategy + Execution; Performance Excellence and Executive Coaching.

Fatherhood …. Balanced?

Line

“Be a hero at home first..” It is well past my bedtime. We just got our 3 year into bed. We’ve promised her we are “not coming back in.” We’ll see how that goes. Our 2 year old was diagnosed with strep throat today. We are praying she sleeps through the night – for all […]

Filed Under: Just For Fun   •  

How to Implement the Net Promoter Score

NPS2

“Perfection is not attainable, but if we chase perfection we can catch excellence.” – Vince Lombardi Last week we discussed how implementing a Net Promoter (NPS) system can help your organization measure and manage the leading indicators that will drive your company to excellence. This week, we will tell you how.   The chart above shows the purchase and […]

Filed Under: Customer Excellence   •  

Family Matters Most

family

“Never sacrifice a job that only you can do for one that someone else will do.” I was once again inspired by Andy Stanley as a listened to him on my jog this morning. The man is only 56, but he has some really strong wisdom in leadership and life. If you want to win […]

Filed Under: Just For Fun   •  

4 Reasons to Use the Net Promoter Score

NPS

“What is measured improves.” – Peter Drucker We all know that measurement drives improvement. Want to get fat? Just wear sweatpants for a month and avoid the scale. For most of us, our appetites (left unchecked) will drive our bodies to places they shouldn’t go. Want to spend more than you should? Live your life […]

Filed Under: Customer Excellence   •  

Money is Not Your Measure

Jesus

“But woe to you who are rich, for you have received your consolation.” Luke 6:34 As a Christian, most of us know of the warnings given in scripture about focusing on accumulation in this world and putting your faith in money. In prior posts, we’ve talked about lagging and leading indicators. Money/Wealth/Cash is clearly a […]

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The ROI of Customer Excellence – Part 2

Repeat

“A company’s primary responsibility is to serve its customers, to provide the goods or services which the company exists to produce. Profit is not the primary goal but rather an essential condition for the company’s continued existence.” – Peter Drucker We found so many great studies on the ROI of customer excellence that I’ve decided […]

Filed Under: Customer Excellence   •  

You Don’t Need a Bigger Business

Truett

You need a better business. I first heard this Chick-fil-a story from Andy Stanley on one of his Leadership podcasts. Back in the 90’s there was a company called Boston Chicken that eventually became Boston Market. Back then, Chick-fil-a was a much smaller, but successful chicken based restaurant chain that was growing successfully and finding […]

Filed Under: Customer Excellence   •  

The ROI of Customer Excellence

Retailers

The return on investment of any improvement process can be incredibly difficult to track and the return on customer excellence initiatives are no different. But, I’ve found some great studies that show how improving customer satisfaction and loyalty can have some HUGE payoffs for your organization. Read on to find out more… In a previous […]

Filed Under: Customer Excellence   •  

Leading through Disappointment

Video

The more I see of youth athletics the more disappointed I get. This video is a fantastic exception. I came across this video on Paul Sohn’s blog and I agree with Paul that it provides some great lessons for leaders. First, let me tell you the problems I have with youth sports. People get their […]

Filed Under: Just For Fun   •  

YOU Are the Most Important Person in the World

Customer is King

You are a segment of one – at least in your own mind. That is what we all want. We want to be treated like we are the most important person in the world. If you can make your customers feel like they are the most important person in the world, you win. And it’s […]

Filed Under: Customer Excellence   •  

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